Responsibilities:
- Act as a key escalation point to address complex customer inquiries, resolve technical issues, and guide customers through product features.
- Investigate and troubleshoot customer queries via email and live chat, leading support calls and managing the ticket process through to resolution.
- Partner with Customer Education during live training sessions by answering queries and managing the chat function.
Product Collaboration:
- Field customer feedback and feature requests to identify product opportunities and communicate them to the appropriate product groups.
- Triage and repackage debugging steps for technical teams to ensure accurate and swift resolution of customer issues.
- Own level 1 support for internal channels and lead incident responses in partnership with SRE to keep customers informed.
Expertise Development:
- Proactively learn and stay up-to-date on new AlphaSense product features to build deep product knowledge.
- Contribute to and lead new hire training sessions, providing input to improve onboarding materials for accuracy.
- Identify areas for content improvement and help create and update knowledge base articles, tutorials, and support documentation.
AlphaSense
AlphaSense provides AI-driven market intelligence and search to help companies remove uncertainty from decision-making through insights from a vast universe of public and private content. It is a global company with over 2,000 employees, headquartered in New York City with offices worldwide.